How Does ServiceNow IT Service Management Help You Manage Incidents?

An incident is an occurrence that can interrupt or disrupt operations, services, or functions. Incident management refers to a company’s analysis, detection, and correction of problems while implementing preventative measures. Incident management re-establishes normal service operations while securing company operations and preserving quality.

Incidents can disrupt operations, cause minor downtime, and contribute to data and productivity loss. Hence, companies must take incident management strategies seriously, as it provides several benefits.

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Steps involved in the ServiceNow Incident Management Process

Incident management in ServiceNow is a multi-step process and requires businesses to ensure that all the steps are followed to ensure successful issue resolutions. Here are the steps involved in ServiceNow incident management:

  • Incident Identification

Identifying an incident is the first step in the process. Incidents can be notified via email, SMS, phone call, support chats, walk-ins, and applications. The service desk evaluates whether the reported situation is an incident or a request.

  • Incident Reporting 

When an event is identified, the service desk logs it. The caller, business service, configuration item, and contact type should be included in the event. An incident is classified and reported during the logging process. This involves:

  • Categorization: Categorization entails assigning the incident a category and at least one subcategory.
    • Prioritization: An incident’s priority is defined by its immediacy and impact on consumers or businesses.
    • Response: A suitable response is then drafted to mitigate the incident.
  • Incident Resolution

The service desk can handle and resolve an incident once it has been recognized, classified, prioritized, and logged. Five steps are involved in incident resolution:

  • Preliminary diagnosis: The user discusses the problem and answers troubleshooting questions.
    • Examination and diagnosis: This occurs during troubleshooting when the initial event hypothesis is verified to be valid. Once the event has been identified, the service desk can implement a solution, such as ServiceNow consulting services, install a software patch, or purchase new hardware.
    • Recovery and resolution: After diagnosis, the service desk confirms that the user’s service has been restored within the SLA time frame.
    • Event closure: The incident is closed at this stage, and the incident process concludes.

How Does Alerting Improve Your Incident Management?

The effectiveness of your event management methods is strongly dependent on how you produce and manage alerts. Incident management will be unorganized and slow without effective alerting procedures or systems. Follow these suggestions to avoid poor management and achieve high-quality processes:

  • Create a Monitoring and Alerting Strategy

Monitoring and alerting strategies specify which system components are observed, their significance, and how their issues are notified. The objective of the monitoring should be to provide a controlled, continuous view of your systems. 

  • Move Past Ticketing Systems

Ticketing systems are necessary for tracking issues and delivering customer service, but they are not always the optimal tool for incident management. These systems often require manual data entry before tasks can be addressed, drastically slowing response times.

  • Make a Minimal Runbook

Runbooks are collections of scripts or procedures for automating or outlining processes. You may standardize procedures and develop a shared knowledge base of activities for your team by using Runbooks. This will help optimize routine operations and reduce system downtime.

Productive Technologies: A New Requirement

Now that you’ve switched to ITSM, it’s time to change how your team works and serves your company. 

  • Intelligent automation can help you improve the efficiency of your IT services.
  • Using Kanban task management, you may increase team productivity.
  • Crowdsourcing knowledge can help enhance self-service.

Advantages of Managing Incidents with ServiceNow

ServiceNow includes a Major Incident Management portal that enables quick resolution by combining various end teams and stakeholders to restore services. 

Configuration management database (CMDB) builds a unified system of record to enable users better understand the consequences of specific incidents, problems, and change requests. At the same time, visual task boards promote intuitive, effective collaboration. Furthermore, ServiceNow IT service management services implement incident management quickly and easily with a guided setup.

Overall, ServiceNow Incident Management provides the following benefits:

  1. Restore services quickly: It allows agents to manage and collaborate on projects using a single IT process platform.
  2. Increase staff productivity: It empowers employees to do more with omnichannel self-service and two-way communication.
  3. Increase agent productivity: It incorporates machine learning to guarantee that events are assigned to the appropriate groups for faster resolution.


ServiceNow Incident Management keeps employees busy and satisfied by providing simple contact support to track and resolve issues. Users can contact IT via a self-service portal, chatbot, email, phone, or mobile device. Even IT experts will find the service valuable and comprehensive. 

Machine learning systems routinely assign issues to the appropriate resolution group for quicker and smoother resolution. Meanwhile, agent portals dedicated to resolving issues provide all relevant information in a single view and use AI to deliver recommended solutions instantaneously.

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